Title: Consumer's perception of digital transactions in India: sentiment analysis using R

Authors: T. Chandrakumar; Sudhaman Parthasarathy; S. Sridevi; Thangavel Ramya

Addresses: Department of Computer Applications, Thiagarajar College of Engineering Madurai, Tamil Nadu, India ' Department of Computer Applications, Thiagarajar College of Engineering Madurai, Tamil Nadu, India ' Department of Information Technology, Thiagarajar College of Engineering Madurai, Tamil Nadu, India ' Anna University Chennai, Tamil Nadu, India

Abstract: Nowadays, internet-based banking has become an attractive channel for digital transactions. Sentiment analysis is the similar technology used to detect the sentiments of the customers. Sentiment analysis is considered to be a category of machine learning and natural language processing. This study focuses on exploring the usage of digital transactions by Indian customers using sentiment analysis carried out using R. In this study, datasets obtained from Twitter have been used and it is found that there is a steep increase in the usage of digital transactions by Indian customers, especially after demonetisation of INR 500 and INR 1,000 currency notes in the recent past.

Keywords: sentiment analysis; digital transactions; mobile banking; Twitter; India.

DOI: 10.1504/IJBIS.2022.126135

International Journal of Business Information Systems, 2022 Vol.41 No.2, pp.193 - 206

Received: 27 Aug 2019
Accepted: 13 Jan 2020
Published online: 13 Oct 2022 *

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